The REMS (Risk Evaluation and Mitigation Strategy) Coordinator is responsible for monitoring and executing elements of the TOUCH Prescribing Program which includes integrated, computerized, validated databases that captures enrollment, patient tracking and drug distribution data for the corresponding REMS programs. REMS Coordinators are responsible for building strategic partnerships with internal and external stakeholders to assist in the collection of patient health information collected through the Pre-infusion Patient Checklist, Reauthorization Questionnaire, 12 Week Questionnaire, and the Discontinuation Questionnaire for TYSABRI. REMS Coordinators are responsible for identifying REMS Events, preventing REMS Events, and reeducating infusion sites and/or prescribers on the requirements of the TOUCH Prescribing Program to ensure all key stakeholders remain compliant.

Requirements
• Manage a territory(s) to ensure current health status is on record for every patient within specific region. Act as the point -of-contact for physicians and infusion sites to drive compliance of longitudinal tracking by the REMS programs. Ascertain and coordinate scrollbar activities designed at maintaining and increasing compliance of REMS related forms such as but not limited to Patient Status & Reauthorization Questionnaire, Pre-Infusion Patient Checklists, 12 Week Questionnaires and Initial/Final Discontinuation Questionnaire. Support and triage REMS databases request and inquire for REMS Database users. Investigate and resolve inquiries received on the REMS Coordinator inbound phone line from internal and external stakeholders.

• Identify areas of non-compliance and collaborate via a variety of communication methods including inbound/outbound calls, fax and email with field-based employees (Territory Business Managers and Account Reimbursement Managers for escalation and resolution. Provide information regarding patient authorization status, potential non-compliance issues, REMS Event status, escalations, missing or incomplete questionnaires, missing infusions, promote TOUCH On-line, and any other situations that require assistance to obtain REMS required information.

• Collaborate and communicate with internal stakeholders including MS Case Managers, REMS Coordinator peers, REMS Program Team, Distribution and REMS Compliance Team and Universal Patient Coordinators to gather information regarding patient health status and to remove any existing barriers (financial assistance, Insurance Research and/or Switch site/MD) for patients to resume therapy through monthly infusions.

• Support REMS program documentation support via form queue maintenance, source document review, error detection, and entering data into validated database. 

• Proactively provide authorization status updates to physicians and infusion sites to prevent non-compliance and/or deviations. Identify and investigate potential and/or actual REMS Events to ensure risk minimization to patients and REMS Program. Reeducate physicians and infusion sites on REMS processes, and REMS Events. 

• Demonstrates ability to interpret complex SOPs, focused initiative with reporting potential adverse events and exhibits independent decision-making ability when not outlined in processes and procedures.

• Actively participates in REMS Coordinator specialization opportunities such as REMS Help Desk, Queue Master, Response, TOL Administration, Tech/CRM Testing, Coverage, Content Writer, etc.

• Promote usage of REMS TOUCH online portal functionality by physicians and infusion sites while providing technical support, user guidance, account set up, etc. to physicians, nurse practitioners, office staff and other key contacts.

• Ability to work a shift during core business hours between 8:30am – 8:00pm

• Strong problem solving, time management, and organization skills

• Minimum of 2 years’ customer service experience

• Strong product and disease state knowledge acquired through specialized training.

• Strong written and verbal communication skills.

• Substantial knowledge of REMS Products, working from and understanding SOPs and the TOUCH Prescribing Program.

• Adaptive, energetic and comfortable with process improvement and change management.

• A team player, with a desire to work with HCPs, field-based employees, patients and other key stakeholders

• Comfortable working with standard operating procedures with a focus on quality

• Experience working in a fast-paced environment

Education

High school degree required; Bachelor’s Degree preferred

All your information will be kept confidential according to EEO guidelines.